FAQ

Account

Registration

Where can I find my Customer No.?

I forgot my password. How can I get a new one?

In order to reset your password go to login and click on "Password help". Enter your e-mail address and click on "Request new password".

Orders and payment

Payment methods

Which type of payments are accepted?

We accept payment by credit card (VISA / MasterCard / AMERICAN EXPRESS / Discover) and by PayPal. For existing BUCHI customers purchase on account is possible if a purchase order number is provided. Alternatively, the Bill Me Later option can be used in case the other cannot be used.

Can I pay in other currencies?

The currency is determined by the user account. Depending on the corresponding billing address, the currency is USD or CAD.

Sales tax

How is the sales tax calculated?

If an item is subject to sales tax in the state to which the order is shipped, tax is generally calculated on the total selling price of each individual item. In accordance with state tax laws, the total selling price of an item will generally include item-level shipping and handling charges. The amount of tax charged on your order will depend upon the type of item purchased, and the destination of the shipment. Factors can change between the time you place an order and the time of credit card charge authorization, which could affect the calculation of sales taxes. The amount appearing on your order as Estimated Tax may differ from the sales taxes ultimately charged.

The sales tax could not be calculated. What can I do?

The calculation of the sales tax is based on the shipping address among other things. If the shipping address could not be verified, the taxes can not be calculated. Please verify your address. In case the problem remains, contact our Customer Support at ordermanagement@buchi.com or +1 302 652 3000.

PayPal

I cannot pay using PayPal. Why?

In rare cases it is possible that the PayPal service is not available. Use another payment methods or contact our Customer Service at ordermangement@buchi.com or +1 302 652 3000.

Change orders

Can I change or cancel my order?

Once an order has shipped, it cannot be changed or cancelled. Your order can be changed or cancelled prior to receipt of order acknowledgement. Please contact our Customer Support department at ordermanagement@buchi.com or +1 302 652 3000.

Shipping and delivery

Shipping costs

Are shipping costs refundable?

Shipping and handling costs are non-refundable, unless the merchandise is defective.

The costs for transporation could not be calculated. What is the problem?

If the shipping address could not be verified, the shipping costs cannot be calculated. Please verify your address.
It may also happen that the costs are not accurately calculated for big orders with express delivery. Please get in touch with our Customer Supoort at ordermanagement@buchi.com or +1 302 652 3000.

Change address

Can I change the shipping address?

An order shipped to an address may only be changed prior to receipt of order acknowledgement from our Customer Support department. Contact ordermanagement@buchi.com or +1 302 652 3000.

Tracking

Can I track shipment of my order?

You may track your shipment by the tracking number provided at time of shipment. You can find the Shipment Tracking Number on your invoice.

International shipping

Does BUCHI ship to an address in Canada?

Yes, but please note that all shipments into Canada requires that fees and taxes be paid by the buyer at the port of entry. BUCHI Corporation is not and will not be held responsible for any fees, duties and or taxes that is due to the government of Canada.
BUCHI does not ship to any delivery addresses outside the US or Canada. Contact our Customer Support at ordermanagement@buchi.com or +1 302 652 3000 for further information.

Returns and refunds

Returns and replacements

What can I return?

Returns of new, unopened items are accepted within 30 days of purchase.

What is the replacement policy?

If you receive a defective item, we will ship you a replacement of the exact item. Please contact Customer Support at ordermangement@buchi.com or +1 302 652 3000.

Refunds

Is there a restocking fee?

Returns are subject to a 25% restocking fee.

When will I get my refund?

Credit will be issued after we receive and process the return, which is usually 10-14 days.